Psychometric Properties of Scores from the Web-based LibQUAL+ Study of Perceptions of Library Service Quality

BASEDON DATA PROVIDED BY 4,407 PARTICIPANTS, the present study investigated the psychometric integrity of scores on thirty-four items of the LibQUAL+ evaluation of perceived library quality. The study investigated LibQUAL+ score structure, score reliability, score correlation and concurrent validity coefficients, scale means, and scale standardized norms. If both generic and specialized norms were eventually developed for a large sample of users at ARL institutions, LibQUAL+ norms could then facilitate the ultimate application of LibQUALt-i.e., identifylng areas of potential improvement at a given library, and identifylng similar libraries with more favorable profiles whose behavior might then be modeled in pursuit of providing better service to library users. INTRODUCTION When most of us visit a surgeon prior to an operation, we probably are concerned about our physician’s collection of surgical instruments, diplomas, and reference reprints on surgical procedures. But we probably are concerned about other things in addition to the physician’s collections. We care at least as much that our surgeon is focused on our needs, empathic regarding our interests, and dedicated to providing quality service on a consistent basis. Although users of research libraries may not have life-threatening interests at stake, many library users do feel that service quality is vital to Colleen Cook, Texas A&M University, College Station, TX 77843-4225 Bruce Thompson, Texas A&M University, Department of Educational Psychology, College Station, TX 77843-4225 LIBRARY TRENDS, Vol. 49, No. 4, Spring 2001, pp. 585-604